Qualified Services of Fish Quarantine in the Territory Free Corruption Fish Quarantine and Inspectio
Fish Quarantine and Inspection Agency of Semarang

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
The potential of fishing industry in Central Java is very promising. This was proven in 2014 the export value of fishery produtcs is USD 132,584,045 with a volume of 36,221,530 kg. The existence of Fish Quarantine and Inspection Agency of Semarang which is a Technical Implementation Unit of Fish Quarantine and Inspection Agencywho control and monitor the health and safety of fishery products in Central Java. Furthermore it has a role in preventing the spread of pests and diseases of quarantine fish to/in/out the territory of the Republic of Indonesia, quality control and safety of fishery products, as well as the implementation of quality management system, in the form of Fish Health Certification. It has become very important to ensure the fish consumed by otherwise healthy and have the appropriate quality standards. In the 2015 Millennium Declaration regarding poverty alleviation adopted by 147 countries, which consists of seventeen SDG (Sustainable Development Goals) Program. The Program ensures the consumption and production patterns as well as supporting the growth of economic and decent job. So Fish Quarantine and Inspection Agency need to make an innovation supporting SDG Programwhich is also adopted by Indonesia Government. Fish Quarantine and Inspection Agency as a competent authority of Quality Assurance System and Security Fisheries Product thas concern to ensure a review of fisheries product which is exported is safe and healthy for consumption. By 2011 the process to obtain a fish health certificate require as long as 10 days. Laboratory testing activities as part of the certificate issuance process takes quite a long time which is 6 days due to the use of conventional methods. This raises the operating costs incurred by users of the service. On the other hand the quality of Fish Quarantine and Inspection Agency of Semarang services still not meet the expectations of users which is characterized by complex procedures or service flow, where users still have to come to the office to take care of licensing. This is because of permit system of quarantine services has not integrated yet with the relevant licensing authority. Besides obscurity officers who provide services led to service users tend to seek care at the officers (already known), this could potentially cause gratification. The lack of information obtained related to services and fare regulations of quarantine services, so prone to negotiation. The attitude of officers in providing services not yet reflected as a public servant. This issue is a challenge for Fish Quarantine and Inspection Agency of Semarang to answer the expectations of users to get fast and good quality services. Concrete steps are needed to build public trust and to change the less positive image of bureaucracy. In 2012 Fish Quarantine and Inspection Agency of Semarang improving the service quality, it is manifested by a real step to create a quality fish quarantine services in the region free of corruption

B. Strategic Approach

 2. What was the solution?
Improved testing method from being conventional to molecular biology, and implementing the Quality Management System ISO 17025:2008 to ensure the test result, where has been re-accredited on 2016. The application of online licensing request system (PPK Online) which integrated withCustom Clearance System (INSW). To keeping the integrity of the officers, the payment of quarantine services using e-payment. By implementing ISO 9001:2008 to guarantee the service time and upgrade ISO 9001: 2008 to ISO 9001:2015 to improving the quality services.

 3. How did the initiative solve the problem and improve people’s lives?
Improving the services in Fish Quarantine and Inspection Agency of Semarang preceded by forming service standards, where the forming involves the role of users that can personalize the user’s expectation for the ease and speed of service for fish health certificate. By integrating online licensing registration (PPK Online) and INSW system, users only need 1 (one) time to submit online application for quarantine inspection, and quarantine licensing data will be sent online to the licensing application at Customs ( Customs Clearrance), which will speed up the permitting process. So that it will speed up the service time from 10 days into 4 days. This resulted in decreasing the cost of renting a warehouse in the customs area. Fish quarantine certification services based on ISO 9001:2008 ensures the certainty of time, cost, procedure and service officers as well as providing easy access to information that will speed up the service with the original waiting time from 10 days into 4 days. Time efficiency of services provides significant changes to the economic costs by 60 % (sixty percent). Depreciation of operational costs can be calculated in the following example: For Cold Storage with the capacity of 504 m3, the electricity required is 1,025 kwh/day with the asumption of electricity fare kwh/day at Rp. 1.467,28. So the cost needed to use of cold storage as the storage of raw material: if the time taken is 10 days, the cost to be incurred is Rp. 15.039.620 million, or US $ 1,130 while by the efficiency of time into 4 days, then the cost is Rp. 6.015.848 or US $ 452 resulting in cost efficiency Rp. 9.023.772, - or US $ 678. To enhance the service quality of health certificate issuance we upgraded ISO 9001:2008 into ISO 9001: 2015. Innovations that have been done in order to improve public services, among others, with giving the compensation of customers for the delay of service, and give the access of communication in order to issue Health Certificate. Fish Quarantine and Inspection Agency of Semarang initiate the establishment of the community forums that aware of the fisheries quality that approved by the Governor of Central Java. With the method of molecular biology, the testing can be shortened from 6 into 2 days with reference to the standard quality of the test in accordance with ISO 17025:2008 for the laboratory. Fish Quarantine and Inspection Agency of Semarang provide assurance of testing results that are recognized internationally. This will have a positive influence on fishery products that are tested, it’s adding value and increase the competitiveness of fisheries products so it can compete on the international market and will ultimately increase the export value of Indonesian fishery products. Development of information systems that support public service has brought great changes, in addition to speed up and simplify the service also provides access to public disclosure which is the principles of public service. With PPK Online application service users can apply for a medical certificate fish online without having to come into the office, thereby reducing the frequency of face-to-face with the service license officers. Public disclosure provide an opportunity to the greatest possible extent for users to get the necessary information both about the procedures, requirements, regulations and tariffs so that users can make estimates of time and cost in the management of fish health certificate. Service payment quarantine services with e-payment is a payment method for quarantine service fees that are non-cash, e-payment can be minimalize the gaps of gratuities and secure transactions, easy, fast, and controled transaction.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
Organization’s performance will increase if it applies clear set of standard (system). Nevertheless, no matter how perfect a system is, the man behind its implementation still holds the key to its success. Even a system with international standard will not bring positive changes if the human resources don’t have integrity and commitment. Standards are easily deviated when the man behind it is so willing to gain personal gain. We bear that in mind when we design the collaboration of those system and standard: employee’s integrity is the top priority. Thus every employee in Fish Quarantine and Inspection Agency Officeof Semarang must sign an integrity pact as the first step. Signing the pact of integrity officers with service users is a commitment of service users. to realizing the Corruption Free Territory. The stages for the certification by our Office are submission of request for inspection by service users, sampling, laboratory testing, the payment for laboratory testing, and the issuance of certificate. In every stages, gratifications are prone to take place and the integrity of employees involve in it must be maintained. Corruption Free Territory initiative is the perfect strategy to ensure a high level of integrity.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
Head of Fish Quarantine and Inspection Agency Office of Semarang and their staffs have initiatives to address the constraints faced by users of the service. The problem-solving initiative is making innovations to improve the quality of public services is by collaborated on some systems/standards have been applied in the service followed by a fish health certificate by build area is free from corruption. As for the system or the standard applied is the Standard Services, Systems Licensing Online Quarantine integrated with Custom Clearance Online System (INSW), ISO 9001:2008 for service system that has been upgraded to ISO 9001:2015, Laboratory based on Molecular Biology with assurance system testing by 17025:2008 for laboratory testing, E-payment payments quarantine services, compensate customers, investment resources and build information systems to ensure the openness of the public and build a territory that free of corruption (Territory Free Corruption) that is packaged in an innovative management of public services in the form of "Qualified Services of Fish Quarantine in the Territory Free Corruption". Why is that, as reliable as any system or standard that we apply when carried out by personnel who do not have the commitment and integrity, that will not be qualified.
 6. How was the strategy implemented and what resources were mobilized?
The financial of the innovation inQualified Services of Fish Quarantine in the Territory Free Corruption comes from the state budget (APBN). The budget is used among other things to increase the competence of human resources services and laboratories, equip facilities and supporting infrastructure services including an increase in bandwidth capacity, material Information and Media Center, e-payment devices, the application of ISO 9001:2008 which has been upgraded to ISO 9001:2015 and ISO 17025:2008 as well as the fulfillment of the elements of Territory Free Corruption. Fish health certification services carried out by the human resources that have the commitment, integrity, work in a professional, friendly and courteous in providing services to end users. Optimizing the supply of infrastructure services such as room service comes with a comfortable waiting room. Media center and information system built, it’s also provide access to public information disclosure. Technical competence should be owned by every officer is an understanding of the laws and regulations, Standard Operational Procedures (SOP) and standard acts of quarantine fish service to realize quality services. Increased competence is achieved through training and technical assistance gradual and sustained. Along this service officers carry out the signing of integrity pacts, enforcing codes of conduct of employees, and gratification control in Territory Free Corruption. The officers of Fish Quarantine and Inspection Agency Office of Semarang who have understood the rules in the scope of their duties and the principles of excellent service will be able to provide quality services.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The implementation of Qualified Services of Fish Quarantine and quality in the Territory Free Corruption involves multiple stakeholders including: a. Quality Assurance International Certification who set the certification standard of ISO 9001:2008. b. QuarantineFish, Quality Control and Safety of Fishery Products as the Competent Authority of ISO 9001:2008 management, has the authority to do the evaluation of the consistency of the application of ISO 9001:2015 to verify the Key Performance Indicator (KPI) reports of Fish Quarantine and Inspection Agency Office of Semarangevery month. c. National Accreditation Committee (KAN) as the competent authority establishes the accreditation of ISO 17025:2008,and carry out surveillance at least once a year to see the consistency of application of ISO 17025:2008 and re-accredited every 5 (five) years. Fish Quarantine and Inspection Agency Office of Semarang as the operator of ISO 17025:2008 coined the obligation to conduct internal audits and management review. d. Tanjung Emas Custom Office of Semarang as the operator of Indonesia National Single Window portal who conducts custom document’s clearances with the confirmation from Fish Quarantine and Inspection Agency Officeof Semarang. e. Bank as a provider of e-payment services and provide EDC (Electronic Data Capture). f. Ministry of Administrative Reform of the National Assessment Team who monitor the evaluation of consistency implementation of Territory Free Corruption at Fish Quarantine and Inspection Agency Office of Semarang once a year. g. User who also actively participate in the preparation of the standard of service, satisfaction surveys of the users. Service users, as a member of the Independent Monitoring Team, is expected to play an active role to monitor the implementation of anti-corruption program. And engage in integrity pact between officers and users.

 8. What were the most successful outputs and why was the initiative effective?
Qualified Services of Fish Quarantine in the Territory Free Corruptioncarried out by applyingthe Service Standards, quality standards (ISO 9001: 2012, ISO 17025:2008), INSW and based on Territory Free Corruption, requires commitment and consistency is high. The condition has been gradually give output: 1. Increased professionalism of employees in providing services, it is the result of commitment and consistency in implementing service standards, ISO 9001:2015, ISO 17025:2008 and PPK Online-INSW. 2. The user of the service being familiar with the simplification and adherence to procedures, the clarity of the officer and the standard of service time. Public disclosure either by leaflet, posters, website and email as well as the availability of Media Center has provided convenience of users in accessing information. The availability of fare information in the room provides convenience for users to calculate the estimated costs to be incurred. 3. Efficiency of the time and costs of service, such as trimming service time from the original 10 days into 4 days has reduced the economic costs to be incurred by users. This course will shorten the shelf life of fisheries products, making it faster to the consumer, so the quality is guaranteed and safe to eat and the nutritional value has not dropped. 4. Determination ofFish Quarantine and Inspection Agency Office of Semarangas a unit of work is predicated Region Free of Corruption has encouraged the growth of the public service of quality and integrity. The fulfillment of the indicator elements ofthe Territory Free Corruption indirectly raise awareness and the spirit of anti-corruption thus improving employee integrity and a positive image.

 9. What were the main obstacles encountered and how were they overcome?
Internal constraints to keep the consistency of implementation of standards/systems that are already committed. Efforts to deal with such things is by doing Refresment and Monitoring Evaluation. The Efforts on applying Territory Free of Corruption still had external constraints where there are still some users that are giving the change of payments to service officers. Solutions conducted socialization to users as well as the officers that Fish Quarantine and Inspection Agency Office of Semarang already implemented as a service unit that is predicated as Territory Free Corruption.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Our efforts in implementing Qualified Fish Quarantine Service in Corruption Free Territory have proven to improve the quality of our services. It delivers positive impacts internally and externally. Society Satisfaction Index shows very good result. The list of the positive impacts is as follow: a. Easy access to information and assurance services. Users gain easy access to information and assurance services. This is due to the clarity of the officer and the edicts of services, procedures, requirements fares are displayed in the service room. Service transparent and accountable providing clarity of users in estimating operating costs, which in turn creates ease of business climate. b. Decrease in warehouse rental fees in the customs area The decline in the cost of renting a warehouse in the customs area to be incurred by users of the service. This happens after the system onFish Quarantine and Inspection Agency Office of Semarangintegrated with INSW system so that users of the service, so that users only submit 1 (one) time the application documents quarantine inspection and quarantine licensing data will be sent online to the licensing application in Customs, and will speed up the permittingprocess customs. c. The increase of employee’s competence and confidences in delivering services Competence and a sense of "confidence" in providing services officers proven to increase along with obtaining the certificate of service quality standards ISO 9001:2015 and ISO 17025:2008 for laboratory testing. Thus in providing more professional services. Fish Quarantine and Inspection Agency Office of Semarang and able to meet the demands of quality assurance tests according to the international standard ISO 17025:2008s so that improve the competitiveness of fishery products in the international market. d. Utilization of Whistle Blower System, Public Complaints Mechanism and Media Center. User share utilizing Whistle Blower System and Public Complaints Box enthusiastically. They are also thankful for the information that we provide in our media center regarding the services. e. Payment service of quarantine services with e-payment E-payment can close the gaps of gratuities and transactions secure, easy, fast, and transaction control also reduce face to face between officials and users. f. The creation of a culture for committed, disciplined, polite, and honest resulting in increased integrity and performance of service personnel. It grew with the Stipulation of Fish Quarantine and Inspection Agency Office of Semarangas a unit of work is predicated as Territory Free Corruption. Which in turn also increases the public perception of services Fish Quarantine and Inspection Agency Office of Semarangas the service unit with zero corruption. g. People who consume fish can be faster and easier to get the fish quality, healthy and safe to be consume because it has serviced more quickly and with examination standart ISO17025:2005

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
a. Preparation of fish health certification service standards in Fish Quarantine and Inspection Agency Office of Semarang, with a role to users with the aim that services provided in accordance with the expectations of users. It contained service guarantee: Availability of resources and information, open to criticism, suggestions and feedback, non-discriminatory, rule of law, promote the speed and accuracy of service. Consistent implementation of service standards are monitored by the analysis of community satisfaction index and complaint management. In 2013 Fish Quarantine and Inspection Agency Office of Semarang awarded Adibakti Mina Bahari, it is a proof that the service has been implemented to the fullest. Users testimonials: - www. sahabatpasti.id b. FQIA of Semarang has integrated with online quarantine licensing information system that has been integrated with custom clearance system (INSW).The system provides acceleration of the process and monitoring the flow of documents in the process of import and export. Integrating licensing provides ease of access for user does not need to come to the respective technical authority granting licenses. c. ISO 9001:2008 is a quality management system that is used to improve the quality of public services. Fish Quarantine and Inspection Agency Office of Semaranghas developed quality guidelines and technical guidelines of ISO 9001:2008 in 2011. In 2012 the service system in Fish Quarantine and Inspection Agency Office of Semaranghas been certified according to standard ISO 9001:2008. Those standards ensure certainty cut service time and service time that the original 10 days into 4 days. Thus shortening the time of issuance of certificates of health of the fish. And in 2015 has been upgraded to ISO 9001:2015 to further enhance the quality of public services. d. To guarantee the quality of laboratory test results, since 2011 the laboratory of Fish Quarantine and Inspection Agency Office of Semaranghas implemented a laboratory management system standard ISO 17025:2008 and has carried out re-accreditation in 2016 so that the test results are recognized internationally. Thus exported fishery products have added value and high competitiveness. e. The implementation of all systems and standards will not be optimal if the workers who carry out unprofessional and have high integrity. Efforts to improve the integrity of that employee in 2012 was the signing of Integrity Pact between employees and managers, as well as the development of the Territory Free Corruption, including through the establishment of the Independent Monitoring Team and gratuities monitoring system

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)

Contact Information

Institution Name:   Fish Quarantine and Inspection Agency of Semarang
Institution Type:   Ministry  
Contact Person:   Dudung Daenuri
Title:   Head of Public Service Section  
Telephone/ Fax:   +62243541769
Institution's / Project's Website:  
E-mail:   fqia.semarang@gmail.com  
Address:   Jalan Ampenan No.4 Tanjung Emas Semarang
Postal Code:   50129
City:   Semarang
State/Province:   Central of Java
Country:  

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